Let's look at your contact centers efficiency as we head into the new year.  In this episode, we look at:Call Routing and Skilling MistakesUtilizing Self Service the Right WayMaking sure we are Measuring the Proper Efficiency KPIs     *Adherence     *Occupancy     *AHTFollow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: linkedin.com/in/tlairdexpivia/Schedule time with me to talk about anything call center related:https://calendly.com/call_center_advice/15minLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube ChannelText Me: Text "New Year" to 814-247-0633